Lead Client Service Agent - Public Veterinary Services (18 Months)

Job Summary

Reporting to the Clinic Manager, Public Veterinary Services, the Lead Client Service Agent is responsible for providing a competent and professional quality of customer care to the clients and administrative support to the Public Veterinary Service business unit of Toronto Humane Society. This role will primarily be responsible for the effective and efficient coordination and delivery of administrative tasks and customer service within the assigned service.

Job Duties

• Ensure an efficient and client focused service at all times.
• Responsible for service calendar and ensuring appointments are booked according to program guidelines and standards, including books for dental surgery services.
• Create and oversee quotes for appointments and procedures, including those that on a case-by-case basis occur outside of standard service parameters.
• Primary liaison for assigned service requests from associated rescue groups and agency partnerships.
• Assist with administrative preparation and support during pop-up outreach clinics as needed.
• Assist with escalations of client complaints and providing guidance to other CSAs in complaint interactions.
• Identify and resolve administrative issues within the assigned service area.
• Oversee the approval for pending bookings and reports issues to Clinic Manager, Public Veterinary Services.
• Assist with support and training for other CSAs within the assigned service.
• Accountable for assigned service-related inquiries and ensures they are resolved appropriately.
• Ensure assigned service team has necessary medical documentation prior to dates to operate efficiently and effectively.
• Lead and foster an environment of teamwork and cooperation within the Client Service Agents in PVS
• Perform the regular day-to-day duties of a CSA.
• Assess staff productivity for feedback and development.
• Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity & Inclusion at Toronto Humane Society.
• Enhance the Society’s public image by contributing to customer and staff satisfaction through competent, respectful, and courteous delivery of services.
• Cooperate with other CSAs and medical staff to ensure optimal care and support for clients and their pets.
• Provide excellent customer service in a non-judgemental fashion while handling complaints.
• Responsible for opening/closing cash drawers and preparing administrative areas for daily operations.
• Record accurate client, patient and medical information into online database and preparing medical certificates and information packages.
• Ensure privacy of confidential client information (following PIPEDA legislation).
• Correct administrative errors to ensure accurate maintenance of records.
• Adhere to all medical policies and recommendations of the Toronto Humane Society and provide information to clients surrounding veterinary care topics.
• Work in compliance with the provisions of the Ontario Health and Safety Act and its regulations, including understanding and adhering to the requirements of the Health and Safety Manual, and any other rules and regulations established by the Toronto Humane Society.
• Present a positive and professional image of the organization when interacting with employees, clients/customers, visitors, and other external stakeholders.
• Attend and participate in workshops, seminars, and in-service training to further personal education, skills, and training as required. 
• Be aware of and work within the regulations of all Toronto Humane Society policies and protocols. 
• Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society. 
• Other duties as required in the day-to-day operation of the organization. 

Job Requirements

• High school diploma
• Minimum 6 months experience in a Client Service Agent role
• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
• Knowledge and competency in all roles of a Client Service Agent
• Ability to effectively communicate both verbally and in writing
• Ability to prioritize and manage conflicting demands
• Ability to remain calm and professional in emotionally charged situations
• Ability to respond quickly in a dynamic and changing environment
• Demonstrated passion for and commitment to helping animals
• High flexibility with strong interpersonal and customer relations skills that allow one to work effectively in a diverse environment
• Meticulous records maintenance and revenue handling skills
• Effective time management and organization skills
• Proficient in Microsoft Office programs (including Word, Excel, Outlook and Microsoft Teams)
• Proficient in Ezyvet, Petpoint an asset
• Strong leadership qualities
• Cultural humility
• Commitment to accessible veterinary care and the preservation of the human animal bond
• Non-judgemental

Work Conditions

• Flexible hours including evenings, weekends, holidays
• Occasional overtime
• Attendance and participation in training
• Operation of desktop computer, phone and peripherals
• Interaction with clients, employees, and management
• Working in a busy clinic environment with frequent interruptions
• May be required to work long hours
• Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, odors, wetness, noise extremes, hazardous materials, toxic agents, animal/wildlife attacks, animal bites, disease, pathogenic substances, or rude/irate customers.